Reefer Customer Service Executive
South Africa
DRIVING CONNECTIVITY
Chart your Course with PIL
With over 55 years of leadership in the global shipping industry, Pacific International Lines (PIL) is looking for proactive individuals to drive innovation and sustainable shipping solutions. If you’re fueled by pioneering ideas, enjoy challenging the status quo, and are determined to make a significant impact, PIL wants you as a part of our dynamic community of maritime professionals.
At PIL, we provide local experiences with a global reach. With our headquarters in Singapore, and services offered at over 500 locations in 90 countries, you will have ample opportunities to work with colleagues from different cultures and communities.
Get On Board for a Dynamic and Purposeful Career.
We’re seeking a customer focused Reefer Customer Service Executive to manage national reefer customer service oprations and ensure the seamless handling of temparature controlled cargo in line with customer requirements, regulatory standards, and company procedures.
Role Purpose:
The Reefer Customer Service Executive is responsible for the national reefer customer service operations, ensuring temperature-controlled cargo is handled in accordance with customer requirements, regulatory standards, and global procedures.
As a customer advocate, ensure customer needs are met and account issues are resolved quickly, leveraging resources from across the company as needed.
Key Responsibilities:
- Act as the primary point of contact for customer inquiries, ensuring timely and effective communication on significant trends, rate changes and policies for your assigned accounts to ensure satisfaction.
- Build long term partnerships with clients by understanding their supply chain challenges maintaining strong relationships with existing and potential customers
- Manage the Allocation process and coordinate with customers to ensure they deliver on the commitment.
- Coordinate Carrier Haulage (CH) and Value-Added Services (VAS), including Steri Shield treatments and telematics monitoring, ensuring all reefer-specific services are accurately arranged, executed, and aligned with cargo requirements and regulatory standards.
- Verify and ensure all temperature-controlled cargo instructions (including Steri and/or CH requirements and Q67 specifications) are accurately captured in booking systems and correctly reflected in release instructions to depots, maintaining full compliance and cargo integrity throughout the supply chain.
- Ensure accurate temperature, ventilation and monitoring instructions are captured and executed
- Client engagement – Support Sales with customer visits and engagement to understand business and needs of the customers and how to support them.
- Escalating technical reefer issues reported by customers to EMD team
- Cargo readiness – liaison with customer to ensure bookings are gated in within stack open and closing times
- Provide proactive communication and performance reporting to customers
- Maintaining KPI performance (response time, resolution time, booking time, claims ratio, etc.)
- Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, and overall relationship.
- Perform any other duties and responsibilities reasonably assigned by management that are aligned with the purpose and scope of the position
Key Core Knowledge, Skills & Experience:
- Relevant qualifications in logistics, shipping or supply chain management
- Minimum 3–5 years’ experience in reefer cargo or specialized customer service roles
- Strong understanding of reefer equipment and temperature-controlled cargo requirements
- Previous knowledge and experience of PTI (Pre-Trip Inspection) and PPECB requirements
- High attention to detail and ability to manage critical cargo situations
- High level of proficiency in Microsoft Office tools.
- Check DG (dangerous goods) if applicable
WE VALUE:
- Proven experience leading customer service or operations functions in shipping, logistics or a complex service environment.
- Demonstrated ability to build or transform teams, standardise processes and manage change.
- Strong leadership presence with the ability to set standards, make decisions and hold teams accountable.
- Operationally credible, commercially aware and customer-focused.
Why Join Us:
- Make an Impact: Take on a high-profile leadership role and play a pivotal part in driving PIL’s growth in South Africa and beyond.
- Innovate and Lead: Shape the future of logistics with autonomy, creativity, and the backing of a globally recognized shipping leader.
- Expand Your Legacy: Be at the forefront of transforming logistics solutions in one of the most dynamic regions on the continent.
Application Process:
To apply for this exciting opportunity, please submit your resume outlining your qualifications and experience on PIL Career Website.
Eligibility to Apply:
This position is open to South African Nationals or individuals who currently have the legal right to work in South Africa. Please note that applicants without this eligibility will not be considered.
About Us
Incorporated in 1967, Pacific International Lines (PIL) is ranked 12th among the world’s top container shipping lines and is also the largest home-grown carrier in Southeast Asia. Based in Singapore, PIL is a global carrier with a focus on Asia, China, Africa, the Middle East, Latin America, Oceania, and the Pacific Islands.
Together with its affiliated companies Mariana Express Lines (MELL) and Malaysia Shipping Corporation, PIL serves customers at over 500 locations in more than 90 countries worldwide with a fleet of 100 container and multi-purpose vessels.
Apart from the core liner shipping business, PIL also has several other business units such as container manufacturing, depot, and logistics services.
PIL strives to meet the needs of its customers by providing value-adding services such as intermodal, breakbulk, and reefer services delivered on innovative technological platforms. With its focus on “Driving Connectivity” and commitment to achieving Net Zero by 2050, PIL aims to be an efficient, sustainable, and future-ready shipping line.
For more information, visit www.pilship.com
Pacific International Lines (PIL) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.